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Frequently Asked Questions
Become a customer
What are the requirements to become a Warmako customer?
Warmako is a B2B wholesaler, specifically focused on businesses in the pet supplies retail sector. To become a customer, we apply a number of conditions:
- A valid VAT number
- Registration with the Chamber of Commerce as a sales point for pet supplies
- An active webshop that we can evaluate and/or communicate to our brands
- We do not sell our products through marketplaces such as Amazon, Bol and Kaufland, due to the selective distribution policy of some brands we represent.
Once your account meets our registration requirements and is approved, you'll have full access to our online store and wholesale prices.
How can I register to become a Warmako customer?
You can easily do this by completing the registration form on our website. On weekdays, registrations are processed within 24 hours.
Why is my account not approved?
If an account is not approved, you will receive an email explaining the reason for the rejection. Examples of rejections include an invalid VAT number, a missing Chamber of Commerce registration number, the webshop not being active (yet), or you not being a retailer of pet supplies.
Order
How can I order online?
Warmako.com is a business webshop (B2B) and you can only order by logging in first. You must first create an account for this. After approval of your account, the prices of the items will become visible and you can order.
What is the status of my order?
Orders are processed by our warehouse within 48 hours on business days. After placing your order, you will receive an order confirmation by email. Once your order has been packed and is ready for shipment, you will receive an email with a track & trace code that allows you to follow your shipment.
Do you keep backorders?
No, we do not keep backorders. This is only possible upon request. Please contact our customer service via orders@warmako.com
The product is out of stock, when can I order it again?
Products that are not in stock cannot be reserved online or backordered. However, you can leave your email address on the website for the specific item. As soon as the product is back in stock, you will automatically receive an email notification and can order the item.
Can I add something to my order after my order has been placed?
No. At Warmako, we try to process all orders within 48 hours. Therefore, it is not possible to add items to an order. We recommend placing a new order.
Can I pick up my order?
No. Unfortunately, it is not possible to pick up orders from us. Our warehouse is not located at our office and is also not accessible to the public.
Shipping at Warmako
Are there shipping costs?
For orders over €150 delivered to the Benelux, Germany, and France, you pay no shipping costs. For orders under this amount, our standard shipping costs apply.
What are the costs for pallet shipping?
Large orders delivered via pallet transport are not subject to standard shipping rates. In the Netherlands, pallet shipping from €500 is free. For orders under €500, the cost is €39.95.
Pallet shipping to Germany, Belgium, and Luxembourg is free from €750. Below that, the cost is €49.95 per pallet shipment.
Can I have items shipped directly to my customers?
Warmako does not offer dropshipping. However, it is possible to change the shipping address of an order to your customer's address upon request.
In this case, the delivery address must always be in the same country as the country of your VAT registration. For example, if you have a Dutch VAT registration, the order can only be shipped to an address in the Netherlands and not directly to a customer in Belgium or Germany.
Do you want an order to be shipped directly to your customer? Please contact us in advance to discuss the possibilities.
Is a technical integration possible?
A technical link between your webshop and Warmako's stock and order systems is not possible. Warmako does not offer dropshipping, and therefore, orders from your webshop cannot be automatically forwarded to our warehouse.
You place orders yourself via the Warmako webshop, and they are shipped to the delivery address known to us by default. Upon request, the shipping address of an order can be changed to your customer's address. In this case, the delivery address must always be in the same country as your VAT registration.
Can I pick up my order instead of having it shipped?
No. Unfortunately, it is not possible to pick up orders from us. Our warehouse is not located at our office and is not accessible to the public.
Invoicing and payment
How do I get my invoice?
The invoice will be emailed to you.
How can I pay the invoice?
In the shop of Warmako.com you can pay by default via all known methods, such as iDEAL, Creditcard, PayPal, Bankcontact and AfterPay. If you have any questions about your payment, please contact our accounts receivable department via invoices@warmako.com .
Returns
I would like to return items?
Returns can be registered by contacting backoffice@warmako.com. Always include the order number and the email address used to place the order.
For returns to be accepted, it is important that the products are still in their original packaging and that any labels are still attached. Products that do not meet these requirements cannot be processed by our warehouse. After receiving your return request, we will inform you about the further handling of the return shipment.
Are there any costs associated with returning items?
If you receive items from us that are damaged upon arrival and are no longer saleable, you can of course return them at our expense. If you want to return or exchange items because they do not meet your expectations and sales are disappointing, the return costs are in principle for you. We ask you to contact your representative for this.
Can all items be returned?
No. Items bought on sale or specific seasonal items cannot simply be returned. Of course, they can be returned if the items arrive damaged. However, it is not possible to return a summer collection after the summer. Discuss this clearly in advance with your representative.
How do returns work at Warmako if I shipped directly to a customer via the webshop?
You are responsible for customer service, such as handling returns and warranty claims. Consumers return items directly to your webshop, not to us. You can then resell the returned items from your own stock.
Do you want to return an item to our warehouse? Please ensure this happens within 30 days of the shipping date. The items must be in their original condition and include all tags and brand labels. You can easily download a return label via our return portal. The shipping and processing costs for returns to our warehouse are €14.95 per order. We will deduct these costs when processing the return. Please note: items that are not in their original condition and are therefore unsellable will not be credited. However, the shipping and processing costs will still be charged in such cases.
Undelivered packages
If your customer does not pick up their order from a parcel point, the package will automatically be returned to our warehouse. In that case, we will credit the amount to your webshop, but we will charge shipping and processing fees. You can then handle this further with your customer.
Assortment
Can I download images of the different brands from the shop?
You cannot simply download images from the shop without express permission from Warmako, as the brands offered through our B2B platform each have their own policies regarding intellectual property, including images.
Warmako customers can access our image bank to download all product images and lifestyle images. Please contact us if you have any questions about this.
Can I copy product descriptions from Warmako.com?
No. The product descriptions on Warmako.com are the property of Warmako and may not be copied or republished online.
Why can't I order some brands via the B2B shop?
A number of brands offered through our platform work with selective distribution in terms of online sales channels. These are therefore selectively available and only after permission from the brands concerned.
Please also see our general terms and conditions: 5.12.
Why can't I sell Warmako products via Bol.com or other online marketplaces?
Warmako exclusively supplies resellers who comply with the selective distribution policy of our brands. To guarantee brand positioning, quality of service, and customer experience, the sale of our brands through open online marketplaces, such as Bol.com, Amazon, and Kaufland, is not permitted.
As an official distributor, we are obliged to enforce these conditions on behalf of our brands. Therefore, we only supply to points of sale that adhere to these distribution conditions.
Do you have questions about our distribution policy? Please feel free to contact us.
Our experts are ready to help!
Tel: 010 311 8400
Mon to Fri 09:00-17:00
E-mail: info@warmako.com
